# Ayanda Ngema

Ayanda Ngema is a remote worker on Himalayas, Real-Time Analyst (RTA) at Quantanite, based in South Africa.

Source: https://himalayas.app/@ayandangema

```text
Real-Time Analyst at Quantanite monitoring contact center performance and optimizing staffing against service level targets.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | South Africa |
| Authorized to work in | South Africa |
| Salary expectations | 30k+ ZAR |
| Job categories | Real Time Analyst, Customer Support Specialist, Call Center Representative, Inbound Sales Representative, Client Relations Specialist, Customer Experience Specialist, Technical Support Specialist, Help Desk Technician, BPO Specialist, Customer Success Specialist, Telemarketer, Product Support Specialist, Billing And Collections Specialist, Customer Retention Specialist, Membership Services Representative, Guest Services Representative, Information Clerk, Dispatcher, Order Processing Specialist, Back Office Support, Social Media Support Agent, Data Entry Specialist, Service Desk Analyst, Level 2 Support Technician, Account Support Specialist, Customer Engagement Specialist, Complaints Officer, Client Onboarding Specialist, Customer Care Coordinator |
| Skills | Real Time Adherence, Workforce Management, Scheduling Optimization, Intraday Monitoring, Forecasting, Staffing Optimization, Shrinkage Tracking, performance reporting, Data Analysis, Escalation Management, Customer Service, Call Center Operations, Ticketing Systems, CRM Management, Excel |

## About

```text
At Quantanite, I monitor intraday performance across queues and agents, adjust schedules and staffing, and share performance outlooks with operational stakeholders and clients. I also track shrinkage and update schedules to support service level targets.

At Merchants BPO, I worked as a Real-Time Analyst, producing performance reports and optimizing schedules based on call volumes. Earlier, I handled inbound customer queries about network services and marketing information, recorded interactions, and escalated complex complaints.
```

## Experience

### Real-Time Analyst (RTA) (current)

Quantanite. Jan 2023 - Present

```text
Monitors intraday performance across queues and agents to ensure alignment with forecast plans and maintain service level targets. Manages real-time staffing levels, generates performance outlooks, and tracks shrinkage metrics.
```

Skills: Real-Time-Adherence, WFM-software, Scheduling-Optimization, Data-Analysis, performance-reporting, Excel, Verint, NICE-IEX, Teleopti, Aspect, Avaya-CMS, Genesys-Cloud, Five9, Cisco-Finesse

### Real-Time Analyst (RTA)

Merchants BPO. Jan 2022 - Jan 2023

```text
Conducted real-time monitoring of agent adherence to schedules and optimized schedules based on call volume trends. Produced daily and weekly reports on team performance and collaborated with the WFM team.
```

Skills: Real-time-Monitoring, Schedule-Optimization, Reporting, Workforce-Management, Excel

### Customer Service Agent

Merchants BPO. Jan 2018 - Jan 2022

```text
Handled high volume of inbound calls, resolving customer queries regarding network services and marketing information. Captured accurate customer information, escalated complex complaints, and met performance targets for AHT, quality, and CSAT.
```

Skills: Customer-Service, Inbound-Calls, CRM, Escalation-Management, Average-Handle-Time, Customer-Satisfaction, Zendesk, Salesforce, Oracle-Service-Cloud, Freshdesk

## Education

### Quantanite

Junior Management Certification, Management. 2024 - 2024. Grade: 95%

```text
Completed Junior Management Certification with a score of 95%.
```

### Rossburgh High School

Grade 12 (Matric), General

```text
Completed Grade 12 (Matric) in 2004.
```

## Tech stack

- Tableau
- Salesforce
- Slack
- Microsoft Teams
- Zendesk
- Google Sheets
- Microsoft Excel
- Zoom
- Microsoft Power BI
- FreshDesk

To contact Ayanda, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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